How Dynamic Yield Uses Automation to Improve Their Quarterly Business Review (QBR) Process

How Dynamic Yield Uses Automation to Improve Their Quarterly Business Review (QBR) Process

As the Head of Customer Success Operations at Dynamic Yield, Rona Yang’s job is clear: equip her team with the tools they need to keep the clients using their personalization platform thriving. After joining the company in March of 2018, she realized much of her time would be spent building out processes to improve the […]

How This Organization Improved Executive Visibility to Drive a Better Customer Experience Using Troops

How This Organization Improved Executive Visibility to Drive a Better Customer Experience Using Troops

Manuel Harnisch is Head of Customer Success at network analytics provider Kentik. His team handles onboarding, continuous outreach, and renewals, with only about 10% of their time going to reactive support. Obviously, he cares a lot about retention and having a robust renewals process in place, especially when there’s an opportunity for expanding service consumption. But when […]

Better Forecasting, Lower Churn. How Sales Engineers Positively Impact the Sales Process at Optimizely [Interview]

Better Forecasting, Lower Churn. How Sales Engineers Positively Impact the Sales Process at Optimizely

Salespeople are notorious for having rose-colored glasses and happy ears. Many think every deal will close—and at the highest possible number. Heck, sometimes I find myself being that way. And you know what? I want my sales team to be optimistic and positive. I want them to be confident—to believe that they can and will […]

Time Is the Enemy of High-Quality, Complex Deals. Team Selling Is the Solution (Interview with Tim Sanders)

When you’re working a high-quality B2B deal, the biggest enemy to success is time. We interviewed Tim Sanders, CEO of Deeper Media and author of several sales and business books, including Dealstorming: The Secret Weapon That Will Solve Your Toughest Sales Challenges to ask him more about closing big, complex deals. “Big sales are just problem-solving […]

How to Keep a Remote Sales Team Motivated & Engaged (Interview with Kyle MacKenzie Taylor of InVision)

How to Keep a Remote Sales Team Motivated & Engaged (Interview with Kyle MacKenzie Taylor of InVision)

Some say a remote sales team can’t work, but they’re making it work at InVision — makers of a product design platform with a team of 190+ customer-facing employees spread across the globe working in sales, customer success, and enablement. And they’re constantly hiring. We talked to Kyle MacKenzie Taylor, a Sales Operations Analyst who helps […]